scholarly journals Analysis of Factors That Influences Customer Retention in Unit Trust Industry

2021 ◽  
Vol 9 (6) ◽  
pp. 153-167
Author(s):  
P. Ravindran Pathmananathan ◽  
Khairi Aseh
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Customer Retention ◽  
Consumer Loyalty ◽  
Client Retention ◽  
Unit Trust ◽  
Trust Industry ◽  
Commercial Center ◽  
Center Service

ABSTRACT Relationship Marketing has been perceived as an incredible method to fabricate a restrictive long haul relationship with their customers in the present powerful worldwide commercial center. Service quality is becoming increasingly important to a growing number of businesses. A unit trust's prosperity relies upon the skill and experience of the organization that oversees it. The aim of this research is to emphasise the significance of service quality in unit trust industry. This research was conducted using a questionnaire that was distributed to 200 customers of unit trust agents in Penang. It can be concluded that relationship marketing is essentially corresponded with service quality and consumer loyalty as well as client retention.

scholarly journals Understanding Predictors That Influences Relationship Marketing in Unit Trust Industry

2021 ◽  
Vol 9 (6) ◽  
pp. 178-190
Author(s):  
P. Ravindran Pathmananathan ◽  
Khairi Aseh
Keyword(s):  
Relationship Marketing ◽  
Service Industry ◽  
Consumer Loyalty ◽  
Global Marketplace ◽  
Client Retention ◽  
Personal Connection ◽  
Unit Trust ◽  
Trust Industry

Relationship marketing has been recognised as an excellent way to build an exclusive long-term relationship with their clients in today's dynamic global marketplace. Personal connection is becoming increasingly important to a growing number of businesses. A unit trust is an unincorporated common store structure that enables assets to hold resources and give benefits that go directly to singular unit proprietors as opposed to reinvesting them once again into the reserve.The aim of this research is to emphasise the significance of personal connection and unit trust in the service industry. This research was conducted using a questionnaire that was distributed to 200 customers of unit trust agents in Penang. It can be concluded that relationship marketing is essentially corresponded with personal connection and consumer loyalty as well as client retention.

scholarly journals Effect of Relationship Marketing on Customer Retention in the Telecommunications Industry

2021 ◽  
Vol 4 (4) ◽  
pp. 68-81
Author(s):  
Glory S.E. ◽  
Idorenyin U.E. ◽  
Edim E.J. ◽  
Sarah E.
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Customer Retention ◽  
Telecommunications Industry ◽  
Primary Data ◽  
Trust Building ◽  
Positive Effects ◽  
Phone Calls ◽  
Customer Care ◽  
Telecommunications Companies

This study centered on the effect of relationship marketing on customer retention in the telecommunications industry. It was conducted to assess the effects of customer care, communication, trust-building and service quality on customer retention in the telecommunications context. The study adopted survey research design. A structured questionnaire was used to obtain primary data from 198 customers of MTN Nigeria Plc and Globacom Nigeria Plc in Calabar. The data were analyzed and interpreted using descriptive statistics, while the hypotheses developed for the study were tested using multiple linear regression. Consequently, the findings of the study revealed that customer care, communication, trust building and service quality had significant positive effects on customer retention of telecommunication firms in Calabar. Therefore, the study recommended that: telecommunications companies should strengthen their customer care capability by using trained service professionals to elicit and promptly resolve customers enquiries and complaints; telecommunications companies should improve communications with customers by opening up more channels such as phone calls, direct messaging, social media and email through which information can be transmitted to subscribers to enhance informed patronage decisions; and it is imperative for telecommunications companies to consolidate customers’ trust in their delivery capabilities by demonstrating through effective service delivery that they are capable of satisfactorily meeting the service needs of subscribers.

scholarly journals Identifying How Customer’s Loyalty and Retention Influences Relationship Marketing in A Hotel Industry

2021 ◽  
Vol 9 (6) ◽  
pp. 141-152
Author(s):  
P. Ravindran Pathmananathan ◽  
Khairi Aseh
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Urban Areas ◽  
Service Industry ◽  
Customer Retention ◽  
Global Market ◽  
Market Place ◽  
Personal Connection ◽  
Customer's Loyalty

In today's diverse global market place, relationship marketing has been recognised as an excellent way to develop an exclusive long-term relationship with their clients. Many organizations, on the other hand, struggle to systematically measure and monitor customer retention and the factors that influence it. Personal connection and service quality are becoming increasingly important to a growing number of businesses. The aim of this research is to emphasize the significance of personal connection and service quality in the service industry. This research was conducted using a questionnaire that was distributed to 200 hotel guests in urban areas such as Georgetown and Penang. It can be concluded that customer loyalty and customer retention play an important role in relationship marketing. As a result, the higher the degree of personal connection and service quality, the more likely it is that a customer will return to the hotel and recommend it to others. 

Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective

2020 ◽  
Vol 2 (1) ◽  
pp. 1-5
Author(s):  
Ammar Ahmed ◽  
Rafat Naseer ◽  
Muhammad Asadullah ◽  
Hadia Khan
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Service Sector ◽  
Customer Retention ◽  
Price Fairness ◽  
Policy Makers ◽  
Restaurant Management ◽  
The Subject ◽  
Research Propositions ◽  
The Impact

In this competitive environment, organizations strive to satisfy their customer by providing best quality service at affordable and fair prices with a view to enhance their revenues. To achieve the objective of revenue maximization, organizations strive to identify the factors that help them in retaining their customers. Drawing from the signalling theory of marketing, the current study proposes a novel conceptual model representing the impact of service quality with food quality and price fairness on customer retention in restaurant sector of Pakistan. The paper underlines an important arena of knowledge for academicians as well as organizational scientists on the subject. On the basis of literature available on the variables understudy, the present study forwards eight research propositions worthy of urgent scholarly attention. The conceptualized model of the present article can also be viewed significant in unleashing further avenues for the restaurant management entities, policy makers and future researchers in the domain of managing in the service sector businesses.

Tourist information center service quality

2013 ◽  
pp. 127-131
Author(s):  
M Izham ◽  
N Baba ◽  
M Hanafiah
Keyword(s):  
Service Quality ◽  
Information Center ◽  
Center Service ◽  
Tourist Information

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 69
Author(s):  
Helmy Ilham Nugraha ◽  
Anas Hidayat ◽  
Putra Endi Catyanadika ◽  
Sri Rejeki Ekasasi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Website Design ◽  
Consumer Loyalty ◽  
Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

scholarly journals The Antecedent of Customer Satisfaction and Its Impact on Customer Retention in Tourism as Hospitality Industry

2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Customer Retention ◽  
Equation Model ◽  
Customer Relationship ◽  
Global Changes ◽  
The Government ◽  
The Impact

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention. Moreover, the impact of service quality on customer satisfaction and the one of customer satisfaction on customer retention are also significant. Relying on the findings, we recommend some strategies for the government of Lampung Province, e.g. training local people to behave more friendly in welcoming domestic or international tourists, fixing all lodging facilities, creating more souvenirs with Lampung’s ornaments and developing management system adopting global changes in technology, communication and trend.

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